THOMAS A.
Technical Support Engineer
After-sales technical supportLive in United StatesNationality
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Work experience
Technical Support Engineer
SUPERMICRO COMPUTER INC.
2021.01-2025.03(4 years)
• First member and Technical Lead of a new pre-sales/internal support team tasked with answering and
resolving technical questions and high-priority issues regarding high-performance server systems
- Provide product recommendations based on customer specs, confirm validation statuses, and provide
technical info regarding specific components or systems
• Provide project oversight for various ongoing IT projects, including: project monitoring and tracking, project
documentation and reports, and conducting project presentations for stakeholders and upper management
• Revised technical support team SOPs leading to improved Ticket resolution times (100%), Customer
response times (60%), Customer satisfaction rate (30%), and Chat success rate (50%)
• Create training documents and reference guides for team members to use while supporting users
• Work with Engineering team to resolve any bugs/issues with products available in Configuration tool
IT Site Technician
MARCUM LLP
2019.05-2020.02(10 months)
• Fulfilled a pivotal role as sole IT support present in Silicon Valley
• Administered local domain server and firm’s Active Directory
• Maintained and distributed deployment images for new and current staff
IT Consulting Assistant
SAN JOSE STATE UNIVERSITY
2017.08-2018.06(a year)
• Set up, maintained, deployed, and restored computer systems and peripherals
• Facilitated technical support for faculty, students, and staff physically and remotely
• Conducted video editing for various student projects
Educational experience
San Jose State University
Computer Engineering
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